Frequently Asked Questions

Are all your lockets real Sterling Silver, Gold, and Platinum? Do you use plate/vermeil/rolled gold?

We only sell real solid Sterling Silver, 9ct & 18ct gold, and platinum. We do not sell any plated items. Many websites sell gold vermeil lockets. This is a form of gold plating on silver, and is not solid gold. All of our gold lockets are solid 9 or 18 ct gold with a British hallmark.

Are all your gemstones real diamonds, rubies, sapphires, emeralds, amethysts, etc.?

We only sell real precious and semiprecious gemstones, apart from cubic zirconia (CZ, a diamond simulant), which is clearly marked. We do not sell any moissanite, zircons, or any other synthetic gemstones. We are members of Gem-A and our team includes a certified gemmologist.

Do you offer discreet packaging?

All our orders are sent out in a plain white envelope to ensure discretion. The complimentary gift boxes also include a plain white sleeve to keep the gift box hidden.

When will I receive my order?

For Timescales and Shipping information, please click here

Do you offer proofs of photos or engravings?

Unfortunately, we are unable to offer any photographic proofs. However, if there is an issue with your photo or engraving, we will let you know. Examples of our photo insertions and engravings can be found on the Personalisation page.

Can I send my own locket for you to do photos?

Unfortunately we are only able to offer our Photo Insertion service for lockets purchased through our website.

Can I send back or return my locket for photo insertion or engraving? Can you send new photos?

Yes, this is certainly possible. We charge our standard rates for these services, plus return postage. With Photo Insertion, we are also able to offer to send out new photos for home insertion. For this, we will crop, edit, and print the photo to the perfect size, and send you several copies (including perspexes if required).

How do you ship your lockets?

You can find all our shipping information on our Timescales & Shipping page.

What is your return policy?

We are happy to accept any lockets back within 30 days of you receiving your order, provided that the locket is shipped back in the same unused condition that we send it. We inspect and photograph all lockets before shipping. For lockets which are faulty, please note that we can only refund postage up to the amount that we initially sent it out in.

Please note that engraved lockets cannot be returned, unless they are faulty.

Can you clean or repair my locket?

We offer an in-house cleaning and repair services for lockets purchased through our website. Please email sales@thelockettree.co.uk with more information.

Are you available for viewings?

Yes, we are available for viewings Monday to Friday, 9 AM to 3 PM. Please let us know if you would like to view some lockets in person. We are based in Christchurch, Dorset.